You have 14 days after receiving your order to return it.
How to make a return:
To make a return, please follow these steps:
- Log in to your customer area.
- Follow the path: My account > In "history and details of my orders"
- Click “Details” on the order you want to return
- Select the product(s) to be returned and indicate the reason of return for each product.
- Click on "Return a product"
- After the confirmation from our customer service, the return slip to be included in your package will be available in your customer area (download and print).
The Customer must return the goods and the RETURN SLIP to the following address:
SARL SJB / KOUKA1 rue Vincent Compoint75018 Paris
Shipping costs are not refundable and return costs are on your charge. The return must be made by Colissimo only. Any returned package received without a return slip will not be processed and will be automatically refunded as a voucher.
The product(s) must be returned in their original condition and packaging, new, unworn and unwashed in perfect condition.
For hygiene reasons, jewelry, tights and underwear can not be returned or exchanged.
Purchases made partially or in full with a voucher or gift card will be refunded in the form of a voucher.
Purchases made in the "SALES", "DESTOCKAGE", "OUTLET" and "ROUND PRICES" categories will be refunded only in the form of a voucher.
The refund will be made in maximum 30 working days following receipt of your package in our warehouse.
Exchange:
If you wish to make an exchange, you will have to return the item(s) in question and place a new order on our website.
Upon receipt of the package, SJB will assess the perfect condition of the returned goods. If the return is refused by SJB, the items will then be returned to the customer at SJB's expense without the customer being able to demand any compensation or right to a refund.
Return of a defective item or one that does not conform to your order:
In the event of an error occurring when preparing the order, the return costs are the responsibility of SJB. A return label will then be sent to the customer so that they can return the items concerned free of charge for this unfortunate error.
Return of a package received damaged:
In the event of receipt of a package damaged during transport, the customer is recommended to open the package in the presence of the courier in order to check the condition of the items. In the event of damaged items, the customer must refuse the package. The package will then be returned to SJB.
The customer will then be contacted by SJB by e-mail.
If the customer accepts a damaged package, it is imperative to inform the courier: the damage noted and/or missing items must be indicated on the tracking slip, in addition to the customer's signature. Without it, SJB will not be able to take into account any future claims.
Return of an unreceived or unclaimed package:
In the event of a package returned to our warehouse, the customer will be offered a return of their order to the postal address mentioned on their customer account or a refund in the form of a voucher.
Refund of returns:
After receiving your return, we will proceed to the online refund of the returned product(s). The maximum period for a refund is 30 working days after receipt of the package at our premises.
The refund method is the one used when paying for your order. It is not possible to change the payment method for the refund. Similarly, an order paid with a voucher will be refunded by a voucher.
Our team remains available to answer your requests by email at the following address: contact@koukaparis.com